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HDI QQ0-401 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Performance and Metrics | - Service desk KPIs and reporting - Continuous improvement principles |
| Incident and Request Management | - Incident lifecycle - Request fulfillment processes |
| Service Desk Processes and Tools | - Knowledge management basics - Ticketing systems and workflows |
| Customer Service and Communication | - Customer experience fundamentals - Effective communication skills - Handling difficult interactions |
| Service Desk Principles | - Service desk value to the business - Role and purpose of the service desk |
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